Customer Support Manager

Job description / Role

Position Purpose:

To, develop , manage and co-ordinate all the support packages availed by the company to its customer base in order to develop their own business & to ensure a continued long term relationship between the customer and the company.

Key Accountabilities:

1. To contribute in the design of customer business support strategies and its execution to ensure that the customers business are well supported in order to help them grow & achieve a win-win situation.
2. To effectively communicate with internal & external stakeholders to align requirements , efforts and delivery of support services in terms of the required quality and costs.
3. To support in the development of both the baking industry & farming industry in Sudan, by introducing new technologies, new equipments & new services to support the company’s product strategies.
4. To measure the performance of any support initiative implemented & report its feasibility with reference to an operational execution plan
5. To prepare the yearly customer support budget in coordination with related product teams, procurement and suppliers.
6. To ensure customers are appropriately supported and served as per the set support strategies
7. To manage the implications of any change required in the support mechanisms followed as and when the business requires.
8. To ensure appropriate communication media is utilized to reflect to customers the value adding benefits of any support offered .
9. To provide continuous improvements in the support initiatives, services offered, processes & controls to ensure alignment with the business functions & company systems
10. To effectively minimize, manage and eliminate all types of job waste and adopt lean/kaizen practices and approaches where necessarily within the operation & within the customer business environment
11. To motivate, develop & lead the customer support team, to achieve all customer support objectives.

Specific areas under the management & accountability of the position:

- Equip & tools related to Baking, Farming, Consumer Goods key accounts: Developing demand plans, customer customization requirements, ordering, dispatching, installation, maintenance, development of related contracts & support initiatives including achieving sales targets of selected equip.
- Agent Center management: Area surveys, negotiating rent terms, contracting, maintenance & renovation support
- Promotional materials management: identification of requirements in coordination with Sales & marketing teams, order processing with MSU, storage management, dispatching & development of related support initiative.

Requirements

Minimum Qualifications & Experience:

- B Sc. in Engineering ( Mechanical or Electrical )
- Experience in the management of a technical service related function with a minimum of 4-5 years.
- Preferable MBA or any sales or marketing certification
- Preferable work experience in assessing customer’s technical requirements.

Minimum Skills & Knowledge:

- Good leadership and organization skills with the ability to work cross-functionally
- High analytical, problem solving and sound decision making skills
- Business management experience
- Ability to perform well under tight deadlines in a challenging customer oriented environment.
- Self-directed, result and goal orientated able to work under minimal supervision.
- Computer competency in Excel, Word, PowerPoint
- Familiar with use of ERP & CRM database systems to design & align required work flows
- Excellent command of both English & Arabic language.

About the Company

Established in 1951 as a single company under the name Sayer & Colley, the DAL Group has since developed into the largest and most diversified privately-owned group of companies in Sudan.

Founded on strong, clear business principles and an ethical philosophy, the DAL Group today consists of independent companies operating in the consumer, industrial, agricultural and property development sectors, each playing a leading role in its own field. Our business activities currently include :

• manufacturing
• franchise dealership services
• property development
• contracting and services
• sales, marketing and distribution of locally produced and imported brands
• large-scale farming.

DAL has been operational in Dubai since 2005 following the transfer of its London office functions to the United Arab Emirates. With new offices and a warehouse under construction in the Dubai Airport Free Zone, the Dubai Office will play an increasingly important role in procurement, logistics and other services for the Group as well as providing a presence in this important regional centre.